From CMS to CXMGabriele Viebach, Group CEO
eZ Systems – Key Highlights                                                                        Highlights             ...
Global Enterprise Customer BaseeZ´s installed base in 160 countries,14 million downloads, 42.000 community members        ...
eZ´s vision is today´s reality “To help people create their digital experience       anywhere, anytime on any device”     ...
Community driven business model is now!• Microsoft, IBM and others invest in community building activities,• Disruptive te...
The new challenge: Customer Experience ManagementCustomer touchpoints - anywhere, anytime at any device                   ...
The Experience Economy                      E pwr                       mo e     C pa e                                 ai...
Customers expect unified experiences                                                             + new channels coming soo...
Customer Experience is key to your present and future businessmodelling and successeZ predicted CXM in Q1 2011            ...
Why Customer Experience Management? Simplify complexity!Leading Analysts jump on the Train                                ...
eZ enables your digital business modelFollowing the business processes and adapting dynamic value chains “guarantee” susta...
Some Trends in the Market
Traffic Per Device by time of dayMulti Channel Experience
Internet Ad Revenues, by Pricing ModelFocus on Performance and Conversion
UK
Customer Experience ManagementeZ´s definition of creating your experience
Personalized Recommendation – More qualified information, higherengagement level 1                                2       ...
Introduce eZ Recommendation Service = Increase Revenue 1                                         2      Introduce Recommen...
Smart Analytics: eZ odoscope – From where? When? With whatdevice? How long? Control + improve quality of campaigning?
eZ odoscope: The heatmap shows the paths your visitors intuitivelytook
Thank YouQuestions?
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Content Management & Web Analytics Theatre; Commercial open source: beyond web content management to customer experience management

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  • .
  • 27.01.11
  • What does disruptive mean in our context?
  • This slide allows you to introduce our product thinking. Before we dive into the eZ products, you will spend some time explaining how we see the experience economy and how our customers are achieving digital success. Years ago when we started Web Content Management was exactly that – managing content. And while that still plays a roll, the digital success stories today are built not on managing content but the experience of it. For eZ, our product development follows this exact paradigm. We strive to ensure that content can be management and most importantly accesses from any source but what we focus on is empowering the content – helping our clients drive a true digital experience and most important provide the extensions and applications required to capitalize on that experience.
  • Gartner about CXM - Some organizations have not even begun to think about the customer experience, and there is no recognition of its importance. CXM isn't on the radar screen. - 45% of the market is on CXM Level 1 (Initial): The focus on improving the customer experience is fragmented. Processes are ad hoc, disconnected and disorganized. Our partners can plant the seed for later projects - 30% of the market is on CXM Level 2 (Developing): Various groups in the organization have recognized the need to take action regarding CXM -- time for initial projects! - 20% of the market is on CXM Level 3 (Defined): A CXM vision has been outlined by senior management -- time to gain executive-level sponsorship for a CXM initiative (with clear business benefits) - only 5% are Level 4 and 5 (Managed and Optimizing): CXM is integrated in the corporate culture
  • .
  • The UK ’ s online ad spend is now the highest category.
  • .
  • Gaby: the story from publishing to digitization of business models
  • .
  • Content Management & Web Analytics Theatre; Commercial open source: beyond web content management to customer experience management

    1. 1. From CMS to CXMGabriele Viebach, Group CEO
    2. 2. eZ Systems – Key Highlights Highlights Europe Germany, France, Norway,  Mission: eZ enables long term sustainability UK, Spain, Italy, Finland for your content-driven digital business  Key facts 2011 / 2012:  90 % growth (software sales 2011)  4 new offices in Q1 2012  Cloud version w/ Red Hat under way  Continues winning new Enterprise customers together with our Implementation Partners:  France Telecom, La Poste, Nikon, Interpol, Swiss Life, Virgin Media, Christian Dior, FT, Dow Jones, Conde NastNorth America Asia  Entered Gartner Magic Quadrant in 2011 USA Japan, China, Singapore SLIDE 2
    3. 3. Global Enterprise Customer BaseeZ´s installed base in 160 countries,14 million downloads, 42.000 community members SLIDE 3 SLIDE 3
    4. 4. eZ´s vision is today´s reality “To help people create their digital experience anywhere, anytime on any device” 03/13/12 03/13/12 SLIDE 4
    5. 5. Community driven business model is now!• Microsoft, IBM and others invest in community building activities,• Disruptive technology changes can only be handled by community driven approaches (at affordable costs)• Standards and speed of adaptability are key for sustainable investments• Combining the best of both worlds – Enterprise and Open! 03/13/12 SLIDE 5
    6. 6. The new challenge: Customer Experience ManagementCustomer touchpoints - anywhere, anytime at any device 03/13/12 SLIDE 6
    7. 7. The Experience Economy E pwr mo e C pa e aitiz l t Cn n h ot t e e o Eprne n xe c ieeZ Corporate Presentation SLIDE 7
    8. 8. Customers expect unified experiences + new channels coming soon! Well managed, Functionality Scalable Excellent usability personalized, extensions, APIs, information for intuitive and reusable and frameworks for architecture, undisturbed repurposable solutions with smoothly and customer content fast time-to- continuously interaction market adaptable Source: Forrester 2011, enhanced by eZ
    9. 9. Customer Experience is key to your present and future businessmodelling and successeZ predicted CXM in Q1 2011 Multichannel & Multisource Extensions Personalization O n-site search and marketing automation W eb C ontent Management Platform A nalytics, test and eC ommerce optimization Solutions C ustomer Relationship Management 03/13/12 SLIDE 9
    10. 10. Why Customer Experience Management? Simplify complexity!Leading Analysts jump on the Train Multichannel & Multisource Extensions Personalization O n-site search and marketing automation W eb C ontent Management Platform A nalytics, test and eC ommerce optimization Solutions C ustomer Relationship Management 03/13/12 SLIDE 10
    11. 11. eZ enables your digital business modelFollowing the business processes and adapting dynamic value chains “guarantee” sustainability ”Create Your Experience” e Pb h n rre Z ul Et pis is e Multichannel & Multisource Extensions e R cm edtn Z eo mna io Personalization O n-site search and marketing automation W eb e Fd Z in C ontent Management Platform eC ommerce e Pb h hp Z ul So is A nalytics, test and optimization Solutions C ustomer Relationship e o ocp Z ds e o Management e C M onc it Z R C net y iv 03/13/12 SLIDE 11
    12. 12. Some Trends in the Market
    13. 13. Traffic Per Device by time of dayMulti Channel Experience
    14. 14. Internet Ad Revenues, by Pricing ModelFocus on Performance and Conversion
    15. 15. UK
    16. 16. Customer Experience ManagementeZ´s definition of creating your experience
    17. 17. Personalized Recommendation – More qualified information, higherengagement level 1 2 Introduce Recommendation 50% more Clicks in A/B-Test* More + 51% Clicks * Source: A/B-Test with Schwäbische Zeitung Online (YOOCHOOSE Newsletter 11/2010)
    18. 18. Introduce eZ Recommendation Service = Increase Revenue 1 2 Introduce Recommendation Significant Sales Growth* Best Project Result * Source: Schematic Drawing based on Customer Experience Best Project Management (real Customer data are confidential)
    19. 19. Smart Analytics: eZ odoscope – From where? When? With whatdevice? How long? Control + improve quality of campaigning?
    20. 20. eZ odoscope: The heatmap shows the paths your visitors intuitivelytook
    21. 21. Thank YouQuestions?

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